AccountId: 011433970860
ContactId: 0714b7a2-ec18-49d8-8743-5869906096af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128038 ms
Total Talk Time (AGENT): 74473 ms
Total Talk Time (CUSTOMER): 35895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0714b7a2-ec18-49d8-8743-5869906096af_20250317T12:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I need to verify eligibility on a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a callback number.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 1451419.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was.
[AGENT][NEUTRAL] [PII], the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's a specialist office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 1000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, copay not covered.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So it doesn't cover the office visit, correct?
[AGENT][NEUTRAL] Right. The co-pay for the office visit is not covered, but the co-insurance and deductible. Yes, ma'am, covered up to 1000 per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The going
[CUSTOMER][NEUTRAL] OK, alright, do you have a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank